Employment Type : Full-Time
Please submit your resume with attached cover letter to jobs@expertechs.com! Job Title: Design Desk Specialist Location: Ellicott City, MD Department: Service Delivery & Operations FLSA Status: Salary, Exempt Reports To: President Compensation: Base Pay + Bonus; includes medical, project completion. A backlog keeps NRR moving by having profitable non-recurring revenue services in the routine across customers and some will need customization. other billable projects from starting. o Currently supported by the manufacturer and not end of life. Resource Requirements even beta testing opportunities. Marketing opportunities like sponsorships or co-branding original content also o Set a start and end date on your best estimation of completion time. do not need many variations. For example, choose two workstation builds and quote them on customer needs. spyware and virus management, hardware, software, remote backup, desktop optimization and client and work-related situations. Candidates must possess strong problem solving, conflict resolution, and organizational, multi-tasking, and prioritization skills. Candidates must be able to read, analyze, and interpret
For questions regarding our openings, please give us a call at 410-884-0225
STD, LTD, life insurance, 401k and vacation plan
About XPERTECHS
XPERTECHS is a managed IT services, cloud solutions and consulting firm ranked among the top 200 IT Managed Service
Providers in North America.
Our team maintains the highest levels of industry certification in all aspects of business-related IT and operates a full
network support and operations center. We specialize is solving complex IT design and infrastructure issues while
maintaining a “trusted advisor” relationship with our clients.
We're doing well, and we're growing - and now looking to add another great person to our (already awesome) team.
The Position
The core purpose of the Design Desk is supporting the vCIO and Professional Services delivery areas. There are many
reasons to support the five major delivery areas with Design Desk.
and requires rejuvenation.
proper recommendation.
relationship, and Professional Services implements projects.
queue.
Essential Duties and Responsibilities
To understand the Design Desk, it is best to detail the day-to-day responsibilities. The role plays an important part in the
vCIO process due to constant interaction. The vCIO leans on Design Desk to generate accurate proposals with their vision
for customer success.
Working With Technical Teams
Design Desk understands the technology available and how it operates in a customer’s environment. A technical
background is necessary to comprehend the technology recommended. On occasion, it may be necessary to consult
with other technical teams for advice.
solution for a client may rely on experience.
teams may need involvement for special requirements even when aligned with company standards.
delivery areas can find the right solution for specific needs.
Working with the vCIO
Design Desk and vCIO work side by side like TAM and vCIO. A vCIO handles the client’s business goals and plans out
strategy over the short and long term. Budgets planning 1-3 years in advance plays a big part in designing solutions.
Design Desk must be aware of customer goals and budgeting when crafting proposals.
work for customers who are not dependent on their technology. A customer that understands its importance
requires more involvement.
Accurate identification ensures researched solutions are designed and implemented right the first time.
deadlines from priorities handed down by the vCIO. This requires a non-linear work method and the ability to
work on many proposals simultaneously.
Creating Project Proposals
The anatomy of a project proposal consists of many areas: detailed steps, the time required, and resources necessary.
Accuracy of time and materials is important because it determines the cost of projects. Project proposals will contain at
least of four sections: steps, timeline, equipment, and resources.
Detailed Steps
Designing a project plan includes every step required for a successful implementation. Listing resources, technology, and
a timeline are useless without proper steps of implementation. For example, replacing a server should list all
requirements before, during, and after installation. Completing steps in the right order will determine the success of the
project.
Each step should include enough detail so an implementer will need little to no clarification by the Design Desk. A
Professional Services Engineer possesses the skill necessary to implement each project. Customers may need certain
customizations depending on their environment. Situations like this are why an up to date Standards Library must be
prioritized. Each client will have use cases for technology which makes detailed steps important.
Time Requirements
Each proposal calculates the time needed to prepare, plan, install, and close out a project. Some project timelines may
be standard installations like switches and firewalls. Others may need customization dependent on the complexity of a
customer’s environment. A timeline can split into two directions when allocating it for a project.
future investment is something to avoid.
When estimating time, key variables need consideration. It is best to estimate extra time should anything go wrong
(scope creep), but not overestimate.
Professional Services team. It also includes planning the project, assigning resources, and scheduling
implementation.
and project manager, the estimated time should be enough. Even with scope creep, handling all assumptions
before the start should remain accurate.
into the next project before others finish.
A small block of time should be set aside at the end of each project to close it out. Project closure includes customer
confirmation that everything is complete as planned.
Hardware/Software/Service Requirements
Projects need hardware, software, or services. A proposal includes a detailed listing of items along with costs. Costs
change over time so budget these items in advanced using best estimates. Be sure to build in markup to match your
non-recurring revenue margins (30% or more).
include virtual hosts, network switches, wireless access points, and workstations. Quoted hardware adds a
markup to match your non-recurring revenue goals. Markup prevents losing money, selling at cost, and building
a price cushion in case of fluctuations. A proposal should guarantee hardware pricing for a limited amount of
time. Price fluctuations over the course of a few months could result in a loss.
operating systems, office suites, and accounting applications. Some software used in business environments
need licensing or support contracts. Extended support is a major consideration when proposing large software
upgrades. Software best practices should include the following.
o Have a valid support contract through the manufacturer or third party.
o Have full and proper licensing for the customer’s environment (no shareware or demos).
o No pirated or stolen software.
services (email, accounting, ticketing), phone, internet, and payroll. Most cloud services are a subscription
model and have a low monthly fee. The major benefit of a subscription model is the loss of a large initial
investment. Monthly cloud services provide the convenience of off-site hosting. Proposals should compare the
pros and cons of cloud services to provide a Time-to-Value estimation. Analyzing the monthly model versus the
onsite/upkeep model is a great method of showing the total cost of ownership.
Resources refer to personnel, vendors, or stakeholders needed to complete a project. A project needs resources
assigned to complete tasks, technical or not. Professional Services has engineers on hand that dedicate themselves to
this process. They can divide resources at any time depending on the complexity of a project.
matches the complexity of the project. A high-level project should involve a highly-skilled engineer. Tasks, like
setting up workstations or installing software, can be delegated to entry-level technicians.
asset inventory documented or converting paper documents to PDF. In these scenarios, high-level engineers are
not necessary.
may need a vendor for specific integrations or configurations.
Create Proposal Templates
Design Desk will mass produce proposals to create a backlog of work for Professional Services. Projects may follow the
same format, include similar resources, and even labor. Proposal templates allow for efficient production to prevent
starting each from scratch. Managing a templates library streamlines the proposal creation process.
Ordering Process
When it comes to consolidating functions in a role, the Design Desk does that. Buying technology and maintaining
relationships with distributors or vendors falls under Design Desk. Consolidating responsibility establishes a single point
of contact to request pricing and availability from suppliers.
organizations exist that supply IT products from their warehouses. It prevents searching for product pricing from
third party sites. Most vendors assign an account manager to assist Design Desk with building proposals.
technical alignment. Workstation build templates provide a quick solution without custom building one every
time. Servers potentially need customization for most applications.
transitioned to web-based versions and switched to subscription pricing. Understanding physical and cloud
versions is vital when upgrading or implementing. Some cloud versions cannot integrate with on-premises
versions.
license schemes are complex and have requirements before purchasing. Most third-party resellers have
licensing specialists to sort out confusion with agreements.
markup in accordance with gross margin goals. If the goal is a 30% margin, the hardware will have this added to
the cost. For example, a server with a cost of $3000 should have a markup to the customer at $3900to create a
30% marginal gain. Design Desk is accountable for ensuring gross margin remains consistent across the board.
Key Vendor Relationships
Establishing and maintaining vendor relationships creates flexibility when quoting technology in a proposal. Vendor
relationships allow for direct wholesale pricing from a reseller. Resellers tend to have their own warehouses and ship
products direct. This strategy allows them to bypass typical processing delays through retail outlets. Vendors may even
assist with marketing, branding, or training of certain products.
received from the source is well worth the effort, whether free or not. This will develop the best practices and
standards for the Standards Library.
become available.
benefits both parties. A strategic business relationship forms like the vCIO and decision makers.
Tools
Proposals need an assortment of tools to create, manage, and deliver. Using tools for the sake of using them would be
inefficient. It is best to use what may already be in place and work up to something that would be all-encompassing.
points when drafting proposals. Customer details, asset inventory, and project history are accessible through
these systems. Providing self-service analysis of client support history maintains a smooth process.
and streamline the proposal creation process. They allow for a text description and pull product data from
vendor databases. Some even include the digital signing of proposals to speed up the approval process. Tools
can be costly but pay for themselves with a high turnover of proposals generated.
Managing Design Desk
Generating proposals requires discipline since it pulls in many directions at once. It is important to rank and organize
tasks to prevent bottlenecks and delivery delays. Focusing on important tasks takes precedence over external affairs.
them and not meet deadlines.
o Block off time on your calendar to dedicate to a particular proposal.
o Avoid interruptions to meet deadlines.
o Do not over promise on delivery dates.
assign it to the Design Desk. Complete tasks on importance rather than the length of time to complete.
This allows for fast quote generation and ease of ordering from distributors.
Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.
degree preferred); at least 2 years’ recent NOC Service Desk experience to the small or mid-sized business
market; or an equivalent combination of education and/or experience. Must be able to effectively communicate
in specific terms about technologies used by our clients, including Windows Server, Microsoft Exchange Server,
HP Servers, Router/Switches, Firewall Appliances, VoIP and IP environment, and CAT5e/CAT6 Infrastructures.
troubleshooting. Must also have the ability to read computer instruction manuals, utilize Google Search and
comprehend directions therein in order to remedy minor computer equipment malfunctions.
with and present information to others and access information using a computer for several hours at a time.
Employees must have mobility throughout the office and may occasionally drive or ride up to 30 miles to other
service locations.
interpersonal skills. They must be self-driven and possess a positive mental attitude.
clients. Applies knowledge to the business and provides personalized, value-added service. Demonstrates
willingness to meet or exceed needs of clients by pursuing improved courses of action; delivers products and
services that best serve client needs; uses client feedback as a basis for improving service and performs
necessary follow-up work without being prompted.
competing interests and finds ways to balance them; values contributions of all team members and other
constituencies; values team accomplishments over individual accomplishments; leverages others’ strengths and
experiences to achieve team goals; co-operates with colleagues and shares resources.
general industry periodicals, technical procedures and governmental regulations. They must be able to interpret
a variety of instructions furnished in written, oral, diagram, or schedule form. They must be able to effectively
present information and respond to questions from clients, vendors, and employees.
All job requirements are subject to possible modifications. This job description in no way states or implies that these are
the only duties to be performed by the employee occupying this position. Requirements are representative of minimum
levels of knowledge, skills, and/or abilities to perform this job successfully; the employee must possess the abilities or
aptitudes to perform each duty proficiently. Continued employment is on an “at-will” basis.
Employee must be able to relate to other people beyond giving and receiving instructions: (a) can get along with other
co-workers or peers without exhibiting behavioral extremes; (b) perform work activities requiring negotiating,
instructing, supervising, persuading or speaking to others; and (c) respond appropriately to constructive criticism from a
supervisor.
Education/Certifications
University Degree and/or related Technical Diplomas are encouraged
Working at XPERTECHS
In between our efforts, triumphs, late nights, and dedication to our clients, comes a fast-paced, team-oriented and
friendly family culture that helps drive the success of our organization. An open concept office and huddle “style”
meetings help create a casual and collaborative atmosphere. Neckties are cut loose on day one to help emphasize our
unique philosophy. Staying fast, efficient, and flawless is our competitive edge. Our team-first approach extends far
beyond typical business hours. XPERTECHS runs multiple social events throughout the year and supports both
employees and their families. We relax with trips to the ballpark, annual company outings, and frequently catered
lunches! A team that plays together wins together.